FINDING PARTS

• Q: What kinds of parts do you sell?
  A: We sell almost every type of auto part, from engines to tail lights. We sell suspension parts (like struts & shocks), electrical parts (like alternators, starters, switches & relays), ignition parts (like spark plugs, distributors & coils), chassis parts (like ball joints, tie rod ends, springs), fuel & emission parts (like carburetors, fuel pumps, fuel injectors, oxygen sensors, EGR valves), little parts (like filters, wiper blades, & rear view mirror glass) and big parts (like radiators, engine blocks & complete rebuilt transmissions). We sell the types of parts you might find in your local NAPA or AutoZone--but we have more selection, more vehicle applications and lower prices. We also sell lots of things you won't find in a typical auto parts store (like sheet metal, bumpers, carpets & shop manuals).
  
  
• Q: Where do your parts come from?
  A: We sell original GM and Ford parts from AC/Delco and Motorcraft, aftermarket parts from "Tier 1" OEM suppliers like Monroe, Gates & Federal-Mogul, parts imported from Asia and Europe at incredible prices (like Brembo brake rotors, Flennor sensors, Mann & Hummel filters, Behr Radiators, and ATE brakes), remanufactured parts from leading companies like A1 Cardone, and specialty parts from small companies you may not have heard of (like repair manuals on CD from Detroit Iron and Ford Explorer armrest repair kits from Heritage). Everything we sell comes with a full manufacturer warranty.
  
  
• Q: What does a part look like?
  A: If there is a More Info button next to the part number, click on it to see the part and/or more information relating to the part. Please rely on the description in the catalog to choose which part to order, and the "More Info" for general information. We try hard to always show an exact picture of a particular part, but color, logo, texture, side (LH , RH, Front, Rear), place of manufacture etc. may vary from what is shown in the image. Manufacturers may change product packaging, colors, and graphics without notice. Tip: A new browser window will open when you click the More Info button. If this does not happen, you may have a pop-up blocker installed. Most blockers can be bypassed by holding down the "Control" key on your keyboard while clicking on the button.
  
  
• Q: I'm interested in ordering online, is your website secure?
  A: Yes! We use 128-bit SSL encryption for the catalog and shopping cart, so your name and address as well as the credit card number you send us is protected. (Most browsers show a small padlock in the corner of the screen to confirm you are viewing a secure site. If you double-click on that padlock, you'll see the details of our SSL certificate.)
  
  
  
• Q: Can you send me a paper catalog?
  A: No, we do not have a paper catalog. All of our available parts are listed in our online catalog which is continually updated.
  
  
• Q: I can't find a part I'm looking for. Where is it?
  A: Please use the search on "Part Number Search" page in our catalog. All the parts we carry are listed in our catalog, so if you're looking in the correct category and the part isn't there, we don't have it--you may need to try the service department at your dealership or salvage yards.

• Q: I already know the part number I need, is there a faster way to find it?
  A: Sure--just enter the part number on our "Part Number Search" page.
  
  
• Q: Do you carry parts for heavy trucks, lawnmowers, tractors or snowmobiles?
  A: Our catalog only lists parts for cars and light trucks.  Some of these parts also fit other vehicles, but we cannot search them by make and model. We do offer belts and hoses for non-automotive applications. Look in the "Tools & Universal Parts" tab for these parts and search by size.

• Q: What is LH/LT/Left Hand vs. RH/RT/Right Hand?
  A: The side is determined as if you are sitting in the vehicle. LH/LT=left hand/driver side. RH/RT=right hand/passenger side
  
  
  
• Q: What is a Return and Rebuild Service (R&R)?
  A: When cores are in short supply, it's difficult to keep remanufactured items in stock. "Return and Rebuild Service Only" means we don't have an already-rebuilt part to send you; you must send your old part to be rebuilt and then returned to you.
  
  When you order an R&R part, we'll collect your payment and send you instructions via email explaining where to send your old part. You'll need to pay a carrier like UPS or FedEx to ship it to the manufacturer (see table below for locations). The cost of shipping it back to you is included in your order total. Core charges do not apply to R&R parts (if a core charge was applied to your order, it will be refunded when the R&R instructions are sent). If your old part cannot be remanufactured, it will be returned to you and your payment will be refunded, except for any testing/handling fee charged by the manufacturer (see table below).
  
  Rebuild times vary depending on the part and company. These times do not include shipping time to and from the manufacturer:

  Manufacturer Rebuild Times Testing/Handling Fee Locations Autoline 6-13 business days No testing or handling fees Minneapolis, MN Cardone 3-5 business days (Electronics may take 7-10 business days due to high volume) $5 handling fee if item cannot be rebuilt & $65 fee if electronic module tests as "Good" Philadelphia/Texas depending on part type Dorman 5-7 business days No testing or handling fees Colmar, PA GB Reman 1-5 business days No testing or handling fees Long Beach, CA Lares 3-5 business days No testing or handling fees Cambridge, MN Standard (Bluestreak) 1-3 business days $42.50 if domestic part tests as "Good" and $82.50 if import part tests as "Good" Boca, Raton, FL (US customers) Concord, Ontario (Canadian customers)

  
  
  
• Q: What is a "wholesaler closeout"?
  A: "Wholesaler closeout" parts come from several circumstances: A manufacturer may discontinue certain part numbers or drop an entire product line. A distributor may switch from one brand of products to a competing brand. A store may decide to clear out slow-selling parts to make room for more popular items.
  
  In circumstances like these, the seller is willing to accept a small fraction of retail value from someone willing to take all the parts at once. Wholesalers specializing in surplus inventory make these bulk purchases and then re-distribute the parts to other stores and distributors, or to overseas markets.
  
  RockAuto is not a wholesaler of surplus inventory, but we work with some of those companies to offer their products to our customers. These parts are a tremendous value. They're new (or remanufactured), name-brand items just like those in our regular inventory, but because the wholesaler paid pennies on the dollar, we can afford to sell them for much less than retail price. In the case of discontinued parts, closeout inventory allows us to offer parts that otherwise would no longer be available at all.
  
  Our regular return policy applies to everything we sell, including "wholesaler closeout" items. However, because we are buying these parts from a wholesaler, and not from the manufacturer or one of the manufacturer's authorized distributors, the manufacturer will not honor warranty claims on closeout items.
  
  In most cases in which a "wholesaler closeout" is offered, our catalog also offers the same part from our regular inventory, fully warranted, at regular price. Each customer can decide if the cost savings for closeout parts, in his or her situation, is enough to offset the slightly higher risk. Many of these parts have a limited availability, so when they are sold out, we can not offer an alternate regular inventory part for the same price.
  
  
• Q: What does "Private Label Pkg" mean?
  A: Parts labeled "Private Label Pkg" are similar to other parts, except they come in a plain package instead of one that includes branding. Private label packaging may have other company brands stamped on them as part of a wholesale closeout special.
  
  
• Q: Why are your prices so much lower than at my local store or dealership?
  A: Our prices are lower because our costs are lower. Local stores have to buy inventory, put it on the shelf and pay someone to stand at a counter looking up parts in paper catalogs or in the store's computer system. A part may sit on the shelf for a year or more before someone with that particular vehicle needs that particular part and decides to buy it from that particular store--when they do, the store owner needs to recover a year's worth of cost in one sale.
  
  RockAuto customers choose their own parts using our online catalog. We ship directly to our customers from wholesale warehouses or manufacturers. We have no retail stores, no counter-people and we don't have a lot of money tied up in slow-moving inventory. We pass the savings on to our customers with lower prices. Our cost savings are all in distribution, though--the parts we sell are the same first-quality merchandise you'd find in any reputable store.
  
  
• Q: Why is there such a wide range of prices between brands?
  A: Some customers insist on "nothing but the best." Others say, "I just want something that will work." We try to satisfy both by offering parts at different price/quality levels.
  
  Premium brands like Wagner and Raybestos are often identical to the parts that came on the vehicle originally. Sometimes they are even "better than new" because they're designed to solve problems the car manufacturer overlooked. They are made from top-quality materials that will last a long time. And of course, Premium brands spend a lot on marketing.
  
  Economy parts like Guardian, Pro-Tec, and Tru-Tech are usually made outside North America. They may look different than the OEM part they replace (though they will fit the vehicle). They may lack features like grease fittings or chamfered edges. They may use lower-quality materials and wear out sooner. These parts are designed to meet, but probably not exceed, OEM requirements. They're functional parts at a great price.
  
  If you're an aggressive driver, travel a lot of miles, use your truck to haul heavy loads, and plan to keep it a long time, it's probably worth the extra money for a Premium part. If you're just running errands around town and your car has so many miles that the engine is likely to die before the brake pads or ball joints wear out, Economy parts are probably fine.
  
  
• Q: I want to make sure I get the right part. Do you have photos of the parts?
  A: Most of the parts listed in our catalog have photos and/or other descriptive information available. Click the "More Info" button or the thumbnail image to the left of the price. Please rely on the description in the catalog to choose which part to order, and the "More Info" for general information. For example...some manufacturers provide images that may show more than one view of the part, or use the same image to represent both left and right hand side parts.
  
  
• Q: What do the red hearts in the part listings mean?
  A: Some more popular parts will have a heart icon next to the part number. This is intended to help customers choose among otherwise similar parts. The popular parts are chosen based on the number of times they have sold with the fewest reported issues.
  
  
• Q: What does the "core" column mean?
  A: A core is the old part you are replacing. When you buy a remanufactured part, manufacturers need the core so they can rebuild it and add it to their inventory. The core charge is like a deposit on a soda bottle--you pay it when you place the order, but it's refunded if you send back your old part. For more information about cores, please click here.
  
  
• Q: What does "non-stock item--shipping delayed up to X business days" mean?
  A: This means our warehouses do not have the part, but we can order it from the manufacturer--the number indicates how much time will pass before the part would be shipped to you. Most manufacturers will ship directly to you (the 2-day delay covers their time to process the order). Some manufacturers insist on shipping to us and then we re-ship to you (which causes a longer delay). And a few manufacturers won't accept special orders at all, so we have to add non-stock items to our next stock order (stock orders are placed about once a month, so these parts say something like "shipping delayed up to 28 business days").
  
  
• Q: What does "May take up to X days to ship due to Destination Address" mean?
  A: Some warehouses are unable to ship directly to certain addresses, so the parts need to be transferred to an intermediate warehouse that is able to ship to the given destination. This often is the case for APO/FPO or other addresses where mail is the only available shipping method. If you want to avoid this delay, try having your order shipped to an address where FedEx or UPS can deliver (i.e. a physical address instead of an APO/FPO) if possible.
  
  
• Q: Do you have the part I want in stock?
  A: Unless our catalog states "Non-stock item--shipping delayed up to X business days" in the description, the part is available.
  
  
• Q: How many of each item come in a set of brake pads, struts, brake shoes etc.?
  A: Unless the catalog has a note like "pair packaged", or "set of X", parts are usually priced individually. Brake Pads and Shoes are sold as sets. Quantity of one is enough for one axle.
  
  
• Q: What does "sold in packs of x", "x per car" and "x required" mean?
  A: "Sold in packs of x" indicates that the price listed is for an individual item, but the part is only sold in quantities/packs of x. For example, spark plugs are priced per plug but are often are sold in packs of four. Some hoses are priced per-foot but sold in 10-foot rolls. When you add these parts to the cart, the shopping cart quantity automatically adjusts to the number of parts in the pack. To order more than one pack, update the quantity in the shopping cart to the quantity you need. If the listing mentions "X per car" or "X required", that information is the manufacturer advising how many are present on the vehicle. For example, "8 per car" in a spark plug listing would indicate that the vehicle has 8 spark plugs.
  
  
• Q: How can I find out more about the manufacturers of parts you sell?
  A: Visit our product lines page for links to manufacturer web sites.
  
  
• Q: What do the flags in the catalog mean?
  A: Vehicles with a flag next to them ( for European models, for Canadian models and for Mexican models) are unique to those markets. Vehicles with no flag were sold in the US and/or multiple markets.
  
  
  A flag next to a part number or car name indicates the market for which the part manufacturer has provided application data. Part manufacturers often provide application data only for their local markets so we do not know whether their parts also fit cars in other markets.

If there are no flags: Car and parts are for the US/Canadian market (as far as we know, the car was not sold elsewhere).

If there is a flag next to the car name in part listing heading: Car and parts are for a market outside the US, indicated by the flag (as far as we know, the car was not sold in the US).


If there are flags next to part applications: Car was sold in multiple markets and the part (and any associated note) applies to vehicles originally sold in the market indicated by the flag. For example, in the illustration below, both parts fit Audi A4 cars sold in Canada, Europe and the US However, the "Front Left Upper Front" and "Front Right Upper Front" notes apply to cars sold in US and Canada; and the "Front Left Upper Front; From 07.95; To 09.01" and "Front Right Upper Front; From 11.00; To 12.04" apply to cars sold in Europe.

Please Note: Where your vehicle was manufactured has nothing to do with where your vehicle was sold. For example, a Honda built in Japan is still a US Market vehicle if it was purchased in the US

• Q: What do the check boxes at the top of the catalog do?
  A: These check boxes allow you to easily filter the vehicle choices in the catalog. You can filter the vehicles displayed by checking or unchecking the various boxes at the top of the catalog. By default all the boxes are checked, and all vehicles are shown. You can uncheck the boxes of the countries you do not want to display. For example if you want to display only US Market vehicles in the catalog, you would uncheck the European Union and Canadian boxes. To show only vehicles manufactured after 1989, uncheck this box.

• Q: If I don’t have a brand preference for a given part type, can the catalog help me choose parts that will ship together from the same warehouse to reduce my shipping costs?
  A: If you are more interested in low costs than the part brands you are ordering, you may choose to have our Web site decide which brand is your best choice. The program will consider several factors including the cost of separate shipments, the price of the parts, and the distance from the warehouse to you.

  To utilize this feature, check the “Choose for Me to Minimize Cost” box at the upper right corner of the part category you are interested in ordering:
  
  

   

  If you would like to order an air filter, for example, but would be happy with any number of brands, check the “Alternate” box next to each part you would be ok with and then click “Add Part”:
  
  

   

  The selected parts will be grouped together in your shopping cart where you can specify the overall quantity you need of that part type:
  
  

   

  If you would like to add another group of parts, you may go back to the catalog and check the "Alternate" box next to the parts you wish to add and click "Add Part”. Our system will help select the part(s) that can ship with the parts already in your shopping cart to help keep your shipping cost low. In the example below, the combination of parts our Web site selected from 3 part groupings will result in the lowest possible shipping cost:
  
  

  When grouping parts, make sure you create a new group for each unique part type. For example, if you’d like to order a pair of rear rotors but group parts listed as “Rear Left” with parts listed as “Rear Right”, you will likely receive either 2 Rear Left or 2 Rear Right rotors. A separate group must be created for each part type you are interested in ordering (in this case, you should create 1 group containing Rear Left rotors and another containing Rear Right rotors).
  

• Q: Where are you located?
  A: We are based in Madison, Wisconsin but we ship from warehouses and manufacturers throughout the US and EU.
  
  
• Q: How can I print from your catalog?
  A: Click the icon. Doing this will pop up the content to be printed in a separate page along with your printers dialog box.
  
  
• Q: Do you offer discounts for large orders?
  A: No, but we do have a discount program for repeat customers. You'll receive a discount code via email about a month after you place your order.
  
  
• Q: Can I see prices in my country's currency?
  A: At the top of the RockAuto catalog there is a "Show Prices In" drop-down box. When the drop-down box is selected you can choose to view the prices in our catalog in US Dollars, Australian Dollars, Brazilian Real, Canadian Dollars, Swiss Francs, Euros, British Pounds, Japanese Yen, Mexican Pesos or Norwegian Krone. Prices are calculated based on interbank exchange rates updated each morning. Please note that, because we are a US merchant, credit card companies and PayPal process all our transactions in US Dollars. The amount in local currency appearing on your bank or PayPal statement may vary if they use a different exchange rate or add fees for international transactions.
  
  
• Q: Can I share my shopping cart with my mechanic/neighbor/brother-in-law?
  A: Clicking the "Email this cart to a friend" icon will Email the contents of your shopping cart. The Email your friend receives will have a link that will open a copy of your shopping cart in the RockAuto catalog.
  
  
• Q: Can I have more than one shopping cart open at the same time?
  A: Yes, you can. The "Rename Cart", "Edit Cart", and "Clear Cart" icons allow you to add shopping carts, change the name of each, and delete a cart.
  
  
• Q: Can I view my saved shopping carts from any PC?
  A: You can associate shopping carts with your account, simply by logging into your account. Once logged in, any shopping carts that are saved on the computer will automatically be associated with your account, and you will be able to view them from any computer on which you log into your account.

• Q: How much is shipping?
  A: We calculate shipping charges using "live" FedEx, US Postal Service, UPS, DHL, and truck freight rates. When you add a part to your shopping cart, change a quantity or change your address, the cart automatically recalculates shipping based on the weight and size of your order and your postal (zip) code. As you're building your order, you'll always know the full delivered cost -- before you've entered your credit card number or any other personal information.

  To minimize shipping costs:

Use the truck icons in the shopping cart and in the catalog to help you minimize the number of locations your order will ship from. As you add parts to the shopping cart, the truck icons with letters represent the location where your part will be shipping from (location A, B, C, etc.). A blank truck icon in the catalog is showing you that the particular part is available from the same location as a part in your shopping cart.

Ship to your office or business, rather than your home (commercial rates are lower).

We try to make our shipping charges match what carriers charge us. We do not consider shipping a "profit center" -- on the contrary, we pass on to customers the discounts we receive from carriers. For some orders, the shipping cost does include more than just the postage you see on the box you receive. Examples include:

* Additional fees charged by our suppliers for shipping special-order items directly to consumers
* Costs of inbound shipping from suppliers who will not ship internationally to us before forwarding them on to you (applies only to international or APO/FPO orders of certain low-volume parts)
* Impact of choosing higher-cost suppliers for some parts so everything on an order can ship together (when the cost difference between suppliers is lower than the cost of shipping a separate box).

If any of these situations exists with your order, it's reflected in the shipping cost you see before you submit the order. We never add extra charges after the order is submitted--what you agree to pay when you enter the order is what you will be charged.

• Q: What shipping choices do you have? / When should I expect delivery?
  A: Shipping options available to your address appear in the "Shipping" drop-down box in the shopping cart after you enter your zip code.

  Domestic (United States):

  Ground - 1 to 5 business days from the time of shipment. Residential address delivered Tuesday-Saturday / Business address Monday-Friday.

  Three Business Day Express - 3 business days from the time of shipment. Monday-Friday

  Two Business Day Express - 2 business days from the time of shipment. Monday-Friday

  Next Business Day Express - 1 business day from the time of shipment. Monday-Friday

  Express Mail - 1 to 2 business days from the time of shipment in most cases.

  Priority Mail - 1 to 3 business days from the time of shipment in most cases.

  First-Class Mail - 1 to 3 business days from the time of shipment in most cases.

  Media Mail - 2 to 8 business days from the time of shipment in most cases.

  Parcel Select - 2 to 9 business days from the time of shipment.
  With the exception of delivery to Alaska and Hawaii where container ships may carry the mail and can take as long as 6-8 weeks. Parcel Post is an option only if no other type of mail service is available.
  
  Note: Please include a business name as well as the name of the person to receive the package if shipping to a non-residential address. Not all shipping options are available for every postal code. Please use the shopping cart to determine which options are available for your area. Ground and Business Day Express can only be delivered to an actual address, not a PO Box. Please allow 24 business hours for in stock items to be shipped.
  
  
  International and APO/FPO: (GST and VAT Information)

  Priority Mail International - Used for APO/FPO only. Note: When entering APO/FPO address information in shopping cart, leave the country as United States. Do not change country to where you are since the APO/FPO office is in the United States. Input just the APO/FPO zip code. The correct city, state, and country will be automatically filled in.
  
  Express Mail International - Usually reaches destination customs office within 3 to 5 business days after being shipped and is trackable through USPS
  
  Ground (Canada) - Items usually arrive within 3 to 7 business days after being shipped and are trackable through FedEx.

  Ground (Consolidated) - Items usually arrive within 3 to 12 business days after being shipped. Shipments destined for multiple recipients will be consolidated until crossing the border. Final delivery is handled by common carriers (eg, UPS) or by postal carriers (eg, Canada Post). When opting for delivery to a rural postal code, please make sure to specify delivery address that can accommodate the latter.
  
  FedEx International Priority - Items usually arrive within 3 business days after being shipped and are trackable through FedEx.
  
  FedEx International Economy - Items usually arrive within 2 to 5 business days after being shipped and are trackable through FedEx.
  
  DHL Express - 1 to 3 business days from the time of shipment.
  
  
  UK Specific Delivery Options:
  
  FedEx Ground Priority - 1 to 2 business days from the time of shipment. (Some northern postcodes 2-3 days for Priority delivery)
  
  FedEx Ground Economy - 3 to 4 business days from the time of shipment. (Some northern postcodes maximum of seven days)
  
  Royal Mail First Class - 1 to 2 business days from the time of shipment.
  
  Royal Mail Second Class - 3+ business days from the time of shipment.
  
  Royal Mail Standard Parcel - 3+ business days from the time of shipment.

  
  
  
• Q: Can I have the parts shipped to my mechanic/neighbor/brother-in-law?
  A: The bill-to address on your order must match what your credit card company has on file. We can ship to a different address if you wish, though this may add some time to your order while we verify that its okay to ship to the alternate address. Uncheck the "Shipping Address" button in the shopping cart and enter the a ship-to address.
  
  
• Q: I've ordered before, do I have to re-enter all my contact information?
  A: No, just enter your Email Address and either Order Number or Zip Code from a past order and click "Remember Me" on the check out page.
  
  
• Q: Why do you need my email address & phone number?
  A: We send an order confirmation to your email address immediately and a shipment notification with tracking number(s) after the order ships. We use your phone number only to contact you if there is a problem processing your order. Please review our privacy statement for more information.
  
  
• Q: Can I Pre-Pay Duty and Tax?
  A: Prepayment of tax is limited to certain countries, warehouses and ship methods. If a tax amount does not appear for a portion of your order, we are unable to prepay tax for that shipment. If you are ordering parts for your business, you may have the option to enter your tax ID number. Go to the Policies page for more information about placing an order from outside the USA.
  
  
• Q: Why can't discounts be applied to shipping charges?
  A: Percent-off discounts don't apply to shipping because we don't mark-up shipping. All shipping charges go to FedEx, UPS, DHL, the US postal service, or whichever carrier delivered the order to the customer.
  
  
• Q: How do I use a discount code?
  A: Enter the discount code in the "How did you hear about us" box in the shopping cart. Enter the code without any other numbers or characters.

PAYMENT

• Q: What payment methods do you offer?
  
  A: We accept Discover, MasterCard, Visa, and American Express as well as Paypal, wire transfers, checks/money orders, and cash deposits at Wells Fargo banks for US customers. Canadian customers can make cash deposits at the Bank of Montreal, Royal Bank of Canada, and TD Canada Trust banks. Canadian customers can pay with checks/money orders, and customers of the Bank of Montreal, Scotiabank, and CIBC may use their bank's online "Bill Pay" service. We do not offer COD delivery. All prices are in US dollars unless otherwise specified. Your credit card company will do any conversions to your local currency if you are not using a credit card issued in the US. Customers may also make Electronic Fund Transfers in € Euros, £ British Pounds, or ¥ Japanese Yen. Payment options will be displayed in the shopping cart when the bill-to address of the order is in the appropriate country.
  
  
• Q: Can I use multiple payment methods on one order?
  A: Yes, you can (Up to four not counting Gift Certificates and Store Credits). On the "Check Out" page:
  • choose a payment method
  • check the "Split Payment?" box
  • enter any needed information
  • enter the amount you wish to apply to the first payment method
  • click "Add Payment"

  Your payment will be displayed in the "Payments" section, with the remaining balance. If you choose not to use a given payment method, use the "Remove" button and that method will not be charged.

  Repeat the above steps for any methods you wish to use to pay a part of the remaining balance.

  To specify a payment method for the remaining balance (balance will be shown in the "Amount" box):

  • choose a payment method
  • enter any needed information
  • click "Place Order"



• Q:What are Verified by Visa / MasterCard SecureCode?
  A:Verified by Visa and MasterCard SecureCode are services provided collectively by Visa/MasterCard, a card-issuing bank, and RockAuto. A customer that is enrolled with one of the two services can be assured that his card will not be used at an online merchant without his permission, as long as that merchant participates in the service.
  
  If your bank does not participate, you will see RockAuto's order confirmation page after clicking the "Place Order" button. If your bank participates in the services and you choose to pay with a Visa or MasterCard, you will see a message frame on the screen after clicking the "Place Order" button on the checkout page.
  
  The message you see depends on whether or not you are enrolled with one of the two services. If enrolled, you will see a personal message that you have already created at your bank's website and you will be prompted to enter your password. If you are not enrolled, the message will ask you if you would like to activate the service. You may always "Activate Later" and your order will still process normally. If you are prompted to enter a password, you must enter the one you already created in order to complete checkout. Any information that you enter in the frame bypasses RockAuto completely and is transmitted securely to your bank.
  
  For more information about Verified by Visa and MasterCard SecureCode, please visit the following sites: Verified by Visa Info and MasterCard SecureCode Info
  
  
• Q: What is the difference between an authorization and a charge?
  A: When you place an order, the bank that issued your credit card will place an authorization of the total amount of the funds. This is how your bank determines if the funds are available to make the purchase. Your card is not actually "charged" until your order ships, except in rare cases:

  Visa and MasterCard require us to charge or void transactions within a number of days. If you pay with a Visa or MasterCard and your order needs to remain open longer than 2 days due to a non-stock part, your card may be charged before all items have shipped. If your order is later canceled, or if any part(s) on the order are canceled, we will automatically refund the difference to your card.

  
  

• Q: I just placed my order. Will it ship today?
  A: Please allow 24 hours for your order to process. Orders placed by noon central time usually ship the same day but we cannot guarantee that an order will ship the same day it is placed. Orders do not ship on weekends. Customer is responsible for ensuring that Fedex, UPS, and/or any other carrier used can deliver to specified shipping address.
  
• Q: How can I track the status of my order, request changes to my order, and return parts (including cores) if necessary?
  A: You can do all this from the Order Status & Returns page:
  
  The Processing section will show you the items in your order that have not been shipped. You can also request an item be reduced in quantity or canceled here.
  
  
  The Action Required section gives you the ability to modify an order if a part is out of stock.
  
  
  The Shipped section displays all tracking information. If a shipped item can be returned, a "Return" button will be available for that item.
  
  
  The Returns section is where you can view the items you have selected to return (including cores) and obtain specific return instructions for each item.
  
  
  
  
• Q: How can I print an order confirmation?
  A: You'll get a confirmation email when your order is placed that you can print. You'll also see a confirmation web page which you can print from your browser immediately after placing your order.
  
  
• Q: Not all the parts came in the box!
  A: Orders may ship from multiple warehouses, so parts may come in separate boxes.
  
  
• Q: What is your return policy?
  A: Everything we sell is returnable for full part cost credit within 30 days (except parts which have been installed, painted, modified, or returned without their original packaging and certain special order / discontinued items identified in our catalog as "No Return"). If you decide you don't need a part, we don't mind taking it back, but, we can't recover shipping costs. For most returns, you have the option of generating a discounted FedEx return label from the Order Status & Returns page (with shipping costs deducted from your refund). Please follow this link for more information about our return policy.
  
  
• Q: I recently returned an item, when will I receive a refund?
  A: Refunds typically take up to five business days to be issued. Refunds will be issued in the same form as the original payment (eg, if we received a payment by credit card, then we will issue a refund to that same credit card). Payments excepted from this policy include wire transfers, EFTs (electronic funds transfers), or any other cash payment for which we cannot issue refunds in kind. In these cases, a refund will be issued with a store credit or a US/Canadian dollar check. Once a refund has been issued, we send a confirmation by email. Providing us with a return tracking number will ensure a faster refund time. If you entered the return tracking information into the Order Status & Returns page, you do NOT need to email us, as we will already have the tracking information on file.
  
  
• Q: What is the warranty on my part?
  A: Please visit our Warranty policy page for more information.

• Q: Am I required to create an account before placing an order?
  A: No! Accounts are an optional feature to help you keep track of your order history and to make shopping for parts for your cars even easier.
  
  
• Q: What are the benefits of creating an account?
  A: With a RockAuto Account, you can take advantage of the following features:

On the Order History and Account Settings page: View order history, search order history (By any combination of the following criteria: Car, Part Category, Part Number. Filtering by car will reduce the list of part categories to just those that were ordered for the selected car, to help you drill down to a specific set of orders.





Maintain a list of your cars so you can select one from a list to jump to that car in our catalog listings




Maintain a list of your addresses so you can select one from a list on the checkout page to simplify the checkout process



• Q: How do I create an account?
  A: To create an account:

Click the "Log In or Create Account" link in the upper-right portion of any screen on our site





Enter your email address and press the "Create Account" button





You will receive an email to confirm that you are the owner of the entered email address and that you wish to create a new account. Please click the link in the email or copy & paste the link into your browser's address bar.



Once your account is confirmed, you will receive your new password in another email. See 'How do I log into my account' below for instructions on how to log in.

• Q: How do I log into my account?
  A: To log into your account:

Click the "Log In or Create Account" link in the upper-right portion of any screen on our site





Enter your email address and password, then press the "Log In" button. If you wish to remain signed in for up to 14 days on this PC, check the "Keep me Signed In" box.





Once you are logged in, the link at the upper-right will say, "Welcome <Your Email Address>" followed by a "My Account" and a "Log Out" link



• Q: I forgot my password. How do I reset it?
  A: To reset your password:

Click the "Log In or Create Account" link in the upper-right portion of any screen on our site





Enter your email address and press the "Forgot Password" button





You will receive an email to confirm that you are the owner of the entered email address and that you wish to reset your password. Please click the link in the email or copy & paste the link into your browser's address bar.



Once your email address is confirmed, you will receive your new password in another email.

• Q: How do I change my password?
  A: To reset your password:

Log in to your account




Under Account Settings, enter the new password you would like to use, in both the "New Password" and the "Confirm New Password" fields and click "Submit" to the right of the fields



• Q: How do I change the email address I use to log into my account?
  A: To change your email address:

Log in to your account




Under Account Settings, enter the new email address you would like to use in the "New Email Address" field and click "Submit" to the right of the field





You will receive an email at both the original and the new email addresses to confirm that you are the owner of the entered email address and that you wish to change your email address. Please click the link in the email or copy & paste the link into your browser's address bar.

• Q: Can I associate past orders with my account, even if I used a different email address?
  A: Yes! If you have an order number and know the email address that was used in the billing address information, you can add past orders to your new account's order history:

Log in to your account



Under Account Settings, enter the Order Number and the Billing Email Address from one of your past orders and click "Submit" to the right of the fields






The system will attempt to find an order matching the entered values. It also attempts to find other orders that were placed using the same billing address information, so it may add more than one order to your order history list.



• Q: Can I subscribe to or unsubscribe from the RockAuto Newsletter and Discount Emails in my account settings?
  A: Yes, you can turn these emails on or off using the "Receive RockAuto Newsletter and Discount Emails" checkbox:

Log in to your account



Under Account Settings, check or uncheck the box next to "Receive RockAuto Newsletter and Discount Emails?" and click "Submit" to the right of the checkbox





• Q: Can I specify the language in which I wish to receive RockAuto Newsletter and Discount Codes?
  A: Yes, you can choose a language using the "Preferred Language for Newsletter and Discount Emails" dropdown:

Log in to your account



Under Account Settings, select a language next to "Preferred Language for Newsletter and Discount Emails" and click "Submit" to the right of the checkbox



• Q: How do I add or remove an entry in my car list?
  A: Cars will automatically be added to your car list when you place an order for that car. You can also add cars directly to your list without placing an order:

While logged into your account, browse to the car in the Part Catalog tree





Click the icon to the right of the engine description to add the car to your list

Please note that this icon will save cars to your account only if you are logged in. When not logged in, the icon will still appear, to provide a link that can be used to get back to the car in the catalog.

Cars can be removed from the list by clicking the button next to the car you wish to remove in the catalog cars dropdown.

• Q: How do I add or remove an entry in my address list?
  A: Addresses will automatically be added to your address list when you place an order with a new Billing and/or Shipping address.
  
  Addresses can be removed from the list by clicking the button next to the address you wish to remove in the address dropdown on the order checkout page
  
  
  
  Addresses can be renamed to help you easily identify addresses in your own list by clicking the button next to the address you wish to rename in the address dropdown on the order checkout page
  
  
  
  Enter the new name and press the "OK" button